Service Level Agreement (SLA)

Uptime & Critical Support

PT Generasi Inspirasi Informatika (DealPOS) is committed to providing reliable service and a quick response to critical issues experienced by customers.

  1. Uptime Guarantee

    We guarantee service with an Uptime >99,8% to ensure smooth business operations. If the uptime falls below that threshold in a given month, customers are entitled to receive compensation in the form of:

    Uptime Status Compensation
    < 99.8% 10% Refund
    < 99% 20% Refund
  2. Bug Fixing
    • Scheduled Maintenance: dCarried out outside of peak hours (at 12:00 AM).
    • Emergency Maintenance: Performed immediately if there is a security or system risk, with notification sent as soon as possible.
    • Critical Issue Handling: We understand the importance of a quick response during major disruptions. Therefore, we have established special procedures for such incidents.
    • Critical Issue Category: Disruptions that cause the system to be completely inaccessible and impact transactions or core operations.
    Level Description Max Response Estimate Solution
    Critical (P1) System is completely non-functional < 1 Hour < 4 Hours
    High (P2) Major functionality is disrupted, but system is still accessible < 2 Hours < 8 Hours
    Medium (P3) Minor issue, no significant impact < 8 Hours < 24 Hours
    Low (P4) Request for information or additional features < 24 Hours According to development schedule

    Every issue you report will automatically receive a ticket that you can track through the following link: dealpos.link/bug

  3. Back Up Commitment
    • Backups are performed automatically every day to ensure data remains safe and can be recovered in case of disruption or data loss.
    • Our system is monitored automatically 24/7.
    • Notifications regarding critical issues are immediately sent to the technical team.
  4. Customer Support

    Customers can request daily uptime and Critical Issue reports via Intercom Chat or by directly contacting our team during business hours.

    • Monday - Friday : 07:00 - 17:30 GMT+7
    • Saturday + Sunday : 08.30 - 16.30 GMT+7